Issue Resolved template not sending?

[Robin van Es]

Whenever I resolve an issue, the Reporter is not getting a notification for Issue Resolved.

This is only for a project created in the latest JIRA version. Projects that we created in an earlier Version of JIRA (5 I believe) send this notification just fine.

The projects use the same notification scheme.

[Robin van Es]

Thank you for your help,

As far as I can see it looks just fine. The Resolve transition says "Fire a Issue Resolved event that can be processed by the listeners".

Under the notification scheme, the Issue Resolved event includes "Reporterer", and that notification scheme is shared by the 2 projects that I tested it with. Yet, for one project (one that is using the Service Desk add-on) the Resolved template is not being sent.

[Nic Brough -Adaptavist-]

Ah, Service Desk.  Yes, that can change the way the emails work.

Is the "reporter" user a JIRA user, or a customer?

[Robin van Es]

It's a JIRA user. I'm actually setting myself as the reporter for testing purposes.

[Steven F Behnke]

"Customers" or the reporter/request participants, do not use the JIRA Notification Scheme. Please check out the relevant documentation – https://confluence.atlassian.com/servicedesk021/configuring-jira-service-desk-notifications-693896343.html

When a customer submits a request, they receive the following email notifications:

• when they raise a request through the Customer Portal, 
• when their request is resolved, 
• when another user comments on their request, and 
• when there is a change in the request's status, i.e. the 'status name'.  

[Nic Brough -Adaptavist-]

On top of what Steven says, if you are testing with the same account as you use for the reporter, you may want to check the profile to ensure "email me on my own changes" is on.  Otherwise your resolved message won't be sent to you.

[Steven F Behnke]

Thanks Nic.  To be clear, any JIRA User that is a "reporter" of a "request" is now a customer and thus falls under the purview of the aforementioned customer notifications.

Since Robin is setting himself as the Request Reporter, he is no longer using the "JIRA notification scheme" that he thinks he is.

[Robin van Es]

Ah I understand, makes sense!

However since we would like to have a customer portal available for our customers, we only use the incident type "Service Request" so that the issues appear in the customer portal too. 

The thing is, we would also like to be able to make custom email templates, but as far as I know, the Service Desk templates are hard-coded and thus cannot be edited. Is there a work around available so that the default notifications are being sent to "customers" ?

Thanks again!

Edit: Why do I get a JIRA (Not service-desk) notification then when an issue has been created? When again I am setting myself as the reporter.

[Nic Brough -Adaptavist-]

Start with a look at the workflow for that issue type - find the "resolve" transition and look at the "post functions".  There will be one that says "fire event X" (probably going to be the "issue resolved" event, but you need to check).

Now, go check the notification scheme in the project.  Find the event and check that the rule includes "reporter" explicitly.

You also need to check that the user can see the issue.